Customer Service Manager

Provides leadership for customer operation specialists in order fulfilment, quota credit, collections and contracts. 

Accountable for ensuring strong compliance to SOX/ISO regulations and Agilent Standards of Business Conduct.

Executes Strategic Intent and implementation of the organization/ business strategic plan. Works closely with Global Functions to ensure strong alignment and delivery to meet regional strategies. Direct design, development, and implementation of organization programs.

Leads the Organization to meet the high standards expected related to Customer Satisfaction/ACX, Employee Satisfaction/LS, Service Level Agreement/Turn Around Times, and responsiveness to inquiries, operational and financial metrics and upholding policies & procedures. Drives a culture of collaboration, focus and customer intimacy.

Plans, organizes, directs and controls the activities and resources required to provide innovative business solutions to the defined businesses partners and customers.  Builds a culture of innovation and drives changes that improve the effectiveness and efficiency of the organization to meet customer and business goals.

Responsible for upholding and driving Agilent’s culture & core values to build a sense of community within the operation and partner organizations.

Executes plans to ensure the organization has the individual and overall capabilities meet future operational needs and builds a culture where employees are engaged & committed.

Collaborates with Business Partners in Finance, Order Fulfillment, Sales and other functions to solve problems and provide efficient and streamlined best-in-class service to Agilent’s customer.

Ensures progressive expansion of the organization´s scalability and steady productivity gains.

Bachelors or Master Degree or University Degree or equivalent plus demonstrated industry experience integrating the resources of several complex departments or functions

Typically has 5 years of managerial experience

Demonstrated ability to lead and transform multi-national organization, build motivated and engaged teams, and sustaining a positive work culture

Experience in setting a clear and aligned organizational vision

Demonstrated ability to define and execute strategic plans

Established track record to define and implement strategies and programs that benefit your area of expertise

Demonstrated ability to collaborate cross-functional to improve processes and provide critical problem resolution

Experience working in an audit environment governed by SOX, ISO, and other audit regulations 

Proven ability to lead large teams and ensure operational excellence across the entire organization

Customer Services/Operations experience preferred 

WW or strong Regional experience preferred

Excellent verbal and written communication skills

Experience to manage a multi-national team

Strong in conflict / confrontational management

Self-drive; display urgency

Tenacious

Strong inter-personal skills; Balance between being empathetic and getting things done

Clear, impactful communication

Team / Talent development and management - Build a diverse team with the critical skills for current and future business needs

Encourage strategic thinking, innovation and action from team

Proficient in software (Microsoft suite, Power BI, Generative AI) with the ability to build insightful dashboards & reports, automate workflows and support data-driven decision making.